Who's your Gladys? : how to turn even the most difficult customer into your biggest fan /
Suttle, Marilyn.
Vest, Lori Jo.
New York : American Management Association,
c2009.
Includes bibliographical references and index.
Professional movers: who's your Gladys? -- The Canfield Companies: where's my refrigerator? -- Paul Reed Smith Guitars: starting from scratch -- Singapore Airlines: the tea service tells the story -- ISCO Industries: a good manhole is hard to find -- The Green Company: who's going up the ladder? -- Preston Wynne Spa: massaging egos -- ClearVision Optical: SurveyMonkey around -- Sky Lakes Medical Center: take, don't  tell -- Communicore Visual Communications: the happy challenge -- A final review -- The practical points -- Recommended "who's your Gladys?" resources.
Customer services.
Customer relations.
Interpersonal relations.
Customer services
Customer relations